CX Support Analyst

The CX Support Analyst will have the opportunity to use their skills to provide front-line application support for customers and employees with all CX Systems. These include our Quote and Order Management Systems, Web Applications and Mobile Solutions. The analyst will be responsible for handling a multi-channel intake of Phone Calls, Emails, and Business Chats, diagnosis of problems and solutioning.

The right candidate will offer patience, technical guidance, and rapid response to customers ensuring they are able to use our tools effectively while feeling like they’ve received a high level of customer service.

The analyst will work collaboratively with a team of people as well as with all areas of the organization to listen to business needs, share knowledge and ideas with team members, and document new or existing processes specific to the area of responsibility.

• Answer, evaluate, and prioritize incoming telephone, voicemail, email, business chat, and in-person requests for assistance from employees and customers experiencing problems using a variety of Marvin Applications and Processes.
• Follow standardized CX Support Processes and procedures including ticket response/resolution procedures, phone responsiveness and team coverage of support queue.
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Identify top customer concerns to share with leadership and development teams; operating as an advocate / voice of the customer.
• Utilize the Marvin Knowledge Base for following standard resolution processes, as well as research and create any missing knowledgebase solutions.
• Look for opportunities to help customers by sharing knowledge articles, perform screen shares, and partner one on one with customers to help explain solutions to help customers learn or work through the problems that they are having with our tools.
• Update Salesforce CRM System with new user accounts, revised email addresses, password reset processes, permissions, etc.
• Partner with team members across the CX teams to find ways to support and be ready for new product launches, announcements, impacts to employees and customers on changes, etc.
• Assist when needed with QA and Product Releases to ensure a positive experience for our customer.
• Documentation of bugs, tasks, along with resolution of ticket or project requests
• Maintain confidentiality with sensitive information including but not limited to: passwords, procedures, and company or employee data.
• Other duties may be assigned as needed to meet the needs of a project, process or customer.

• People oriented, deep listening, creative.
• Multi-Channel Disciplined including Telephone Skills, Email Writing, Business Chat Experience
• Accurate, Conscientious, Thorough, Detail-Oriented
• Self-Driven, Self-Motivated, Creative
• Advanced Computer Knowledge + Microsoft Office (Excel Focus)
• Excellent written and verbal communication skills
• Team-Oriented and Passionate about Customer Experience

• 2 Years Degree or Equivalent Experience
• 2 Years Technology Support Experience
• IT or Related Logical Problem-Solving Discipline
• 2+ Years of Experience with Marvin Manufacturing is a significant plus
• Strong Analytical or Process Oriented Background and Experience is preferred

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities. You also belong to one of America's Top 20 Large Employers of 2024, according to an exclusive ranking by Forbes Magazine. owned and -led window and door company, you belong to a community full of opportunities. 

For more than 100 years, we've been designing, building, and engineering premier products. Today, in our 16 locations across North America, we manufacture Marvin's portfolio of products, which includes Infinity Replacement Windows, TruStile Doors, and Marvin Coastline brands.

Together, we live our values and enjoy a culture that feels like home. Our better living approach to benefits supports you at work and beyond. From day one, you receive health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more! A few unique offerings include:

• $300 annual wellbeing account to spend on whatever makes you happy + healthy
• Better Living Day! (a paid day off to go have some fun)
• $$ Annual profit sharing - get rewarded for the role everyone plays in making Marvin a success
• Giving at Marvin - join coordinated volunteer opportunities
• Brighter Days Fund - financial support thanks to your colleagues and the Marvin family should you suffer a personal hardship

When you belong to the Marvin team, it's all part of the package. Apply today!

This job posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Accommodation may be made to enable an individual with a disability to perform the essential functions of the position. Any employment offer depends on completing a background check and drug screen to company standards.